AI is redefining the software platforms playbook. Here’s how.

Artificial intelligence is transforming the software payments journey. From being an “emerging trend” just a few years ago, today AI is helping platforms with embedded payments work smarter, automate more, and make better decisions at every level of business operations.  

AI also presents a huge opportunity for software providers to deliver benefits to users.  

Already, 98% of small businesses used AI-powered tools in 2024, and 40% have adopted generative AI. That’s double the rates of just the year before. Software companies use these tools for everything from customer support chatbots to content creation, smart CRMs, and workflow automation. If their payment systems aren’t evolving, too, customers may move to providers who deliver faster, smarter, more integrated experiences.

AI-powered payments help deliver at scale  

According to our Merchant Insider Report 2025, software businesses should take three lessons to heart to position themselves as comprehensive business hubs that their customers will not want to leave. 

• Prioritize integrating more seamless payment processing, working capital solutions and other financial services directly into core offerings. 90% of the 500 businesses surveyed in the report say they consider access to financial products and services critical, and one in five would leave their current provider for a platform with better financial capabilities. 
• Focus on making your financial features intuitive, requiring minimal training and integrating naturally with existing workflows. Businesses cite ease of use, seamless management of both online and offline transactions, and responsive customer support as key aspects of successful embedded finance. 
• Have a roadmap for regular enhancements to capabilities and share innovations with your users. Nearly half of businesses surveyed expect software providers to improve core offerings continuously and deliver innovative features, and 90% want to be contacted about new solutions. 

AI helps accomplish all those by making every part of the payment process smarter. Weaving AI into the payments layer can simplify complexity, unlock efficiency, and tailor customers’ experiences. The result is that payments become not just a back-end necessity but a strategic edge. Those benefits include: 

• Forecasting customer payment behaviors. 
• Spotting risks as they surface.
• Triggering smart workflows based on live data. 
• Personalizing financial experiences by segment or behavior.

Embedding AI-powered payments brings strategic benefits 

AI is much bigger than automation, though. It’s about building smarter, more strategic businesses. The biggest gains of embedding AI-powered payments are: 

• Efficiency: Automating manual processes helps more merchants process payments faster. Predictive analytics and intelligent workflows can keep revenue moving even in volatile conditions. A 2024 industry report showed a 20% reduction in validation rejection rates thanks to AI. 
• Innovation: Robo-advisers can deliver personalized investment strategies to AI-powered chatbots, reshaping customer service with faster, always-on support. 
• Security: Fraudsters are adapting to new technology, too. The smartest way to fight AI-powered threats is with AI-powered defenses that deliver advanced protections to safeguard businesses and their users.
• Support: Self-service is an integral part of the software payments experience. According to survey results from Higher Logic, 77% of respondents said they view organizations more positively if they offer self-service support options.

Little wonder, then, that spending on AI technologies is projected nearly to triple from $35 billion in 2023 to $97 billion in 2027. 

Learn more about how platforms interested in payments can make AI their competitive edge by downloading your free copy of the Worldpay e-book: How AI is supercharging payment platforms for the future.